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01/19/2012 05:10 PM
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Hello Forum users.
During today we had Lean training, and as i can see our Navigator is not always correct, and don't make full answers for asked questions. That's why i want to ask you Internet brotherhood :)
I'm working in big IT Service Center, and we are providing IT-support and Operations routines to our customer, let's name it company A, in the same moment company A has lot of customers who is using service of company A. Our IT Center never communicate with company A client, and client of Company A even don't know that we exist.
In this case: according LEAN our end-customer is company A, but our Navigator told us that end-customer is - company A customer.
Could you please explain me who is correct in this situation ?
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01/20/2012 12:26 PM
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Hi,
Good question.
I always ask myself - who's paying our invoice.
In your case it's Company A, so Company A is your customer.
Having said that both your organisation and Company A are part of the supply chain
that supplies a service to the end-customer.
Your organisation is one step further away from the end customer than Company A
and therefore any change in the end customer needs will be take more time to filter though to your organisation.
So, whilst Company A is your customer, it's also important that your organisation is aware of how it fits into the end-to-end supply chain so that it is better able to react to changes initiated by any organisation that forms part of that supply chain - especially the end-customer.
Cheers,
Martyn
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05/07/2012 10:57 AM
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Hi Maxim
Welcome to the world of fuzzy grey, that uses black and white definitions. Yes according to Lean your customer would be the client firm, but because you are contracted to serve their customers the try end user they become your customer. By the way evryone knows that when they call a call center they are raely calling the company they are actually doing business with. But they do expect you to treat them like they are your customer. If your compoany fails to it won't be long and your client will find a new call center that can.
Your trainer was make sure that you understand the importance of dealing with the end consumer, poor relations with them will put your call center out of business. How will a call center treats me determines whether or not I continue to use the client company's services or products. I have a long list of companies I actively avoid because they use contracted call centers with bad attitudes. And in thuis day and age it is easy to avoid bad customer service there is plenty on competition out there.
Always apply common sense over strict definitions, life has a great many grey areas.
Good Luck
Robert Drescher
ELSE Inc.
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